Is it possible to add a new filter named "System" in the Activity Stream of the HR Agent Workspace?

[Shravan Gatty]

The goal of this requirement is to give a option to hr agent to exclude system-generated work notes from HR cases. For example, if I deselect the "System" filter in the Activity Stream, it should only display work notes created by human users, excluding those generated by the system.

Based on my research, it appears that this may not be feasible. The Activity Stream filter panel (which includes additional Comments, Work Notes, Emails, etc.) does not currently support customization to add new filter options like "System."

I’m open to any feedback or alternative suggestions regarding this.

[Musab Rasheed · Accepted solution]

Short answer is it's not possible at the moment, however I strongly recommend you to submit idea in idea portal for ServiceNow to review this.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1156757

[Musab Rasheed · Accepted solution]

Short answer is it's not possible at the moment, however I strongly recommend you to submit idea in idea portal for ServiceNow to review this.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1156757

[Ankur Bawiskar · Accepted solution]

@Shravan Gatty 

Yes it's not possible.

But why do your agents don't want to see System generated work notes.

Those should be helpful for them.

You can train your HR Agents as part of user training so that they are used to these system generated work notes.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shravan Gatty]

Thanks for your response @Ankur Bawiskar really helpful .

It's not that they don't want to see system-generated worknotes by default. Rather, they would like the option to exclude them when needed. In HR cases, the worknotes can sometimes be quite lengthy, so having the ability to filter them out ensures that important manually added notes aren't missed. They’re looking to create a filter in the activity stream to support this.

[Ankur Bawiskar]

@Shravan Gatty 

Got it. but no option as of now but to train them

If my response helped please mark it correct and close the thread so that it benefits future readers.